i'm waiting for a respond from Nocster to this email :
Dear Billing Departement,
we ordered on 10th May a CPU 3 GHz Server. You assured us that the delivery will be made in 48 hours.We were in urgent need of the server ordered above.
After 2 days you told us again that the server will be set up in the next 24 hours.
After 1 weeks(16th May) I got the wrong server(CPU 2,4 MHz.)
I cancelled the wrong order on 22th May. We have been waiting for the server ordered on 10th May for 12 days. Your long delay in delivery has made it impossible for us to supply our customers on time. We had to change another company for our server. We already cancelled the server on 22nd May. You upgraded the ordered server on 23rd May. It means that we have not got the correct server on time.
Please refund us the among of $262,-
We also wish to inform you that we will no longer be placing orders with you in future and will public this problem by Webhostingtalk.com to prevent problems like this.
We trusted in your comapany but now we must unfortunately withdraw our contract.
Their Billing Dept. takes a while. It took 8 days for them to get back to me about charing for a server twice. I never had any problems with setup though, although we no longer have any servers with them because of all the problems we've had with them.
Benji A. has responded to your help desk request.=20
Please preserve the subject line. This is important.
Cpanel does have a transfer function that you could transfer your data once=
the new server is setup.
The transfer function is in the WHM.
If you are ready to purchase you will need to place the order online using =
Benji A. has responded to your help desk request.=20
Please preserve the subject line. This is important.
It will take 24-72 hours to have your server order completed. We could logi=
n and transfer the data for a $65 an hour charge.=20
Benji A. - [email protected]
BurstNET Sales Department
(NOTE: All Tickets that are not responded to in 24 hours by the ticket open=
er will be automatically closed; however, these tickets can be reopened if =
needed by logging into the help desk account.)
We gave you a P4 2.4GHZ temporarily, as 3GHZ was out of stock awaiting delivery, since you opened a ticket stating you were in a rush and needed the server as quickly as possible. All other specs on the server were as ordered. We advised you of this being the case, and explained clearly this was done.
When 3GHZ CPU shipment arrived a few days later, we upgraded your server to the 3GHZ CPU. You requested your server be cancelled, and we did so as requested.
Mid-term cancellations are not refunded, nor pro-rated, nor do we offer a money back guarantee. We went out of our way, once you stated it was an emegency to get your server delivered before your other provider shut down your current server, and got you up and running on a comparable/upgradeable system as quickly as possible. We have tried to explain all these things to you multiple times at this point. You have acted unprofessional by opening support tickets to multiple depts at the same time, and threatening us.
The only thing I can do for you at this point is re-activate you a fresh server, and put it in service until the end of the current service term you have paid for. We are not required to do such, as you cancelled service, but we're fair people and have no problem delivering service for the term we were paid to do so, regardless of the cancellation.
<< It means that we have not got the correct server on time. >>
I would have to disagree with this statement. If you contact us and state that it is an emergency that you get your server delivered, and we deliver a server as quickly as possible following such, with every specification of the server as ordered except for the CPU, and inform you that the CPU will be upgrade shortly when shipment arrives--we would consider that server a "correct server".
The alternative would be to ignore your request for assistance with expediting delivery due to your emergency--and that is just not the correct/proper thing to do. We have clearly explained this to you several times at this point. Why you feel otherwise I cannot understand, nor agree with.
<<<<<<< The only thing I can do for you at this point is re-activate you a fresh server, and put it in service until the end of the current service term you have paid for. We are not required to do such, as you cancelled service, but we're fair people and have no problem delivering service for the term we were paid to do so, regardless of the cancellation >>>>>>>>>>>
That is realy nice to hear. Most of the companies will never do this..
In fact they won't even care for the customer who is certainly going to cancel the service after few days.
Please don't forget !
we orderd p3.0ghz and you told us it will be ready within 48-72h !
why did you write us 24-72 ? and not 12 days ?!?!
we sent more than 10 emails to support , billing and .. to resolve this issue .
email from billing and support :
Why do you feel you are entitled to a refund?
We delivered service to you, and you cancelled service after delivery. A temporary substitute of a different similar processor is not justification for a refund. We rushed the order at your request, so this substitute was perfectly justified.
we called them !!! (Phone: (570) 343-2200 ) nobody there !
if you can understand and agree with, you have to agree with refund too !
Please note :
cancelled on 22th May
server delivered on 23th May
it means , its my right to aks them to refund ! what do you thing ? please write your Idee
Well the decent thing would probably be to start billing you only when you get the server as ordered. That said, they did go out of the way to put you online first.
We had been in a few tight spots a couple of times for delays in hardware deliveries, and while unfortunate, it's sometimes hard to mitigate against short of carrying lots of excessive spare inventory which does cost money. Even then demand is hard to predict and the orders can come in surges.
I also think it's probably not in good taste to threaten them in tickets that you are going to post this in WHT.
<< Well the decent thing would probably be to start billing you only when you get the server as ordered >>
We usually do not begin counting the service period until the server/service is delivered. We would not have a problem pushing the date of the service period up until the exact ordered hardware was supplied--in an effort to provide good customer service to keep aclient happy. However, please understand that our actions of delivering a comparible server spec, should not be deemed as not supplying service "as ordered", as we feel that your "emergency request" for all intensive purposes could be deemed an order modification, or temporary acceptance of comparible specifications.
please wirte me more about this email
05-10-2005 - 04:36PM
It will take 24-72 hours to have your server order completed. We could login and transfer the data for a $65 an hour charge.
and please let me know , did you inform me about the P2.4 befor the setup ?!
as i told you , you had to ask me ! and then setup the not orderd server !
if you told me that it took more than 72h, i had never orderd server by you !
befor the payment you told us something and after it you changed it ! it's not a good way to keep customers happy !
i will take about this with my lawyer and i will post the result here .
<< they won't answer us ! i sent again an other refund request ! >>
This is the basis of your problem. You seem to completely disregard all terms of service, and our operating procedures/policy. Opening multiple tickets and flooding our support system does not get you anywhere--and if anything, delays our responses.
Our Billing & Customer Service Depts are only open Mon-Fri 9AM-5PM EST, and this Monday is a holiday. They will not be responding on this until Tuesday, no matter how many tickets you keep opening.
Have to back Burst on this one, I suppose at the point of ordering you had the option of a 2.4ghz server with the prospect of being upgraded to 3ghz when they became available, or cancelling your order.
A lawyer won't get you anywhere, instead learn about punctuation and grammar, then sit down and read their TOS.
█ Dan Kitchen | Technical Director | Razorblue
█ ddi: (+44) (0)1748 900 680 | e: [email protected]
█ UK Intensive Managed Hosting, Clusters and Colocation.
█ HP Servers, Cisco/Juniper Powered BGP Network (AS15692).
Agreed with Dan, Burst did a decent thing, they got a server up, told you they didnt have the hardware, gave you a very close spec CPU, and said they would upgrade as soon as its arived.
And to thank them for doing this for you to keep your data live, you come here and post an unproductive thread.
I have seen so many companies.. Usually what they do is.. They charge the card at the time of order. Ofter that
When they will deleiver the product??.. We can't tell exactly..
Will the product , be what we ordered?.. We can't tell exactly..
Will the product , be a geniune one?? .. We can't tell exactly..
Will the product function properly?? .. We can't tell exactly..
This is a common thing that is happenning for years in almost all companies..
In BurstNET they won't charge us till they deliver the product.. First they deliver the product.. Allow the customer to test and ask any changes to be done in the configuration .. Then almost after 1 week billing will come and customer will honer the billing with full satisfaction. They are following the same for upgradations also. Burst Guys are so gentle and kind enough to do this to the present and future customers..
As per the terms of conditions followed by almost all companies the customer is liable to pay before getting the product / while ordering.. Customer may cancel the order as soon as he put the order.. The server provider may refund the full amount if the cancellation happenes with in some time frame from time of ordering.. ( Few Hours ).. Once the order is processed , work order is passed the server provider need not refund the amount.
So the topic starter should have asked some experieced people before starting this thread and showing his inexperience.. He ordered a 3.0 GHz server and Burst deleivered 2.4 GHz server for the time being.. In this issue also what Burst did is fully justified. ( You can get some consession/adjustment in your next month billing if you ask Mr.Mike politely stating this reason.. you missed it )
Now BurstNet is ready to offer the services for what you paid already. So just take that service and you will see.. BurstNET much more better then any other server providers in so many ways..
In future don't threaten any company stating that you will post your problems in WHT and spoil the companies reputation. If you do so you are the loser finally. WHT is not for threatening webhosting compnaies.. It is for some other usefull things..
Assume.. you threated a company.. while you are getting service from them.. They said sorry and solved your problem with full urgency.. After putting all your datas of some 200 GB the server provider do some mischief and say you are a defaulter for the problem. They may charge you for bringing your server back online.. These are so many ways to cheat customers and eat money. So be gentle and polite.. " CUSTOMER IS A KING " will not work always..